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Niche CCaaS expertise and seniority reduce candidate pool despite metro location.
Strong domain-specific CCaaS and Avaya/AWS Connect expertise limits cross-industry transferability.
Senior role with explicit CCaaS, AWS Connect, Avaya and Verint technical requirements.
Lead and manage a team overseeing CCaaS operations, specifically utilizing AWS Connect, Avaya Aura suite, and Verint recording solutions.
Design, implement, optimize, and govern contact centre solutions ensuring compliance, performance monitoring (SLA, KPI, OLA), and documentation (SOP, OPS manuals, LLD, HLD, IDD).
Collaborate with stakeholders to drive process improvements and maintain regulatory and industry standards compliance.
Primary expertise in AWS Connect (design, implementation, optimization, and administration).
Experience in managing Avaya Aura suite and Verint recording solutions implementation and administration.
Level 3 skills in CCaaS solutions and knowledge of AI/ML for operations.
Work Experience Required: 15+ years in contact center operations or related field.
Experienced leader with proven team and stakeholder management skills within CCaaS environments.
Strong technical background in cloud-based contact center platforms, particularly AWS Connect and Avaya Aura.
Skilled in governance, operational excellence, compliance, and documenting complex technical processes.